Call Center Crm

If Your Call Center CRM & QA Software aren’t Working Together, You’re Doing It Wrong

If Your Call Center CRM & QA Software aren’t Working Together, You’re Doing It Wrong The right technology is crucial for high-functioning contact centers, and having the right call center CRM is one piece of that puzzle. A CRM, or customer management system, is how businesses manage their contacts with customers. But what about monitoring…

Computer Telephony Integration in the Call Center- What is it and Why is it Important

Computer Telephony Integration in the Call Center- What is it and Why is it Important

Computer Telephony Integration in the Call Center- What is it and Why is it Important With the pacing technology, consumers enjoy easy, faster and reliable services but this comes with a couple of challenges. Companies have set up call centers to manage the raft of customers calling for assistance. The unending incoming/outgoing calls and messages…

pbx cloud

Everything You Need To Know About Cloud PBX

Everything You Need To Know About Cloud PBX For decades, businesses have embraced the use PBX (Private Branch Exchange) systems to streamline communications within and out of their premises. Traditional PBX is typically a private network where it comprises of a physical cable-based network connecting employees and some external lines. The system requires the onsite…

Multi-Channel Customer Contact Centers Require Multi-Skilling

Multi-Channel Customer Contact Centers Require Multi-Skilling

Multi-Channel Customer Contact Centers Require Multi-Skilling Multi-channel (or omnichannel) customer contact centers have been the priority of new development over the last several years — but they do not come without their challenges. Today’s consumers expect the seamless multi-channel experience. They want to contact a business’s customer service center in the manner which happens to…

Virtual Call Center Software

5 Ways to Build Authentic Customer Relationships through SMS & Messaging

5 Ways to Build Authentic Customer Relationships through SMS & Messaging With the majority of today’s consumers using mobile phones and the Millennial generation moving into the largest group of consumers, it’s essential that virtual call center software has text and messaging capabilities. Today’s consumers want the ability to both request and receive customer service…